IT Service Desk Support Specialist

Role Overview

IT Service Desk Support Specialist at ABIS. Location not specified in source material.

Role Purpose

Serve as the first point of contact for all IT-related incidents, service requests, and inquiries. Log, troubleshoot, and resolve or escalate tickets in line with ITIL processes and agreed SLA timelines.

Key Responsibilities

Service Desk Operations

• Act as the first point of contact for all IT-related incidents, service requests, and inquiries raised via phone, email, or ticketing system.
• Log, categorize, prioritize, and track all tickets in the ITSM tool in line with ITIL Incident and Request Management processes.
• Ensure tickets are resolved or escalated within agreed SLA timelines.

Incident & Problem Management

• Perform first-level troubleshooting for hardware, software, network, and application issues.
• Escalate unresolved incidents to Level 2/3 support or relevant technical teams with complete documentation.
• Contribute to root cause analysis and problem management to reduce recurring incidents.

Change & Request Fulfillment

• Process standard service requests including access requests, password resets, software installations, and equipment provisioning per ITIL Request Fulfillment guidelines.
• Support Change Management by documenting and coordinating minor and standard changes.

Communication & Reporting

• Draft clear, professional email correspondence in English for user updates, escalations, and management reporting.
• Maintain end-user communication throughout the ticket lifecycle including acknowledgment, progress updates, and resolution confirmation.
• Prepare daily and weekly service desk performance reports covering ticket volume, SLA compliance, and aging tickets.

Knowledge & Documentation

• Maintain and update the knowledge base with troubleshooting guides and FAQs.
• Document recurring issues and standard operating procedures.

Continuous Improvement

• Identify trends in recurring issues and recommend proactive solutions.
• Support ITIL-aligned Service Improvement initiatives to enhance service desk efficiency.

Qualifications & Experience

• 5–8 years hands-on IT support or service desk experience.
• ITIL Foundation (v3/v4) certified or equivalent working knowledge.

Skills & Competencies

• Strong ITIL process knowledge covering Incident, Request, Problem, and Change Management.
• Excellent written English communication skills for professional email correspondence.
• Familiarity with ITSM tools such as ServiceNow or ManageEngine.
• Strong customer service orientation and ability to work under SLA pressure.